Newsletter

Policies

Why Shop with My Urban Child?

Here are four of the main reasons we are confident you will become a lifelong shopper at My Urban Child:

Selection - We have one of the largest selection of products in the largest variety of categories on the web. In addition to being among one of the largest retailers of children’s home furniture online, did you know that we also offer everything from baby bedding to playground sets to designer playroom furniture? And it's easy to find exactly what you want among our hundreds of choices with only a few quick clicks. Can't find what you want? Call or email us.

Low Prices - We scour the web to make sure our prices are the lowest anywhere. If you see an item for less, email us. We can get you a better deal almost every time. We are proud to help you save money on the products you want. See our low price guarantee for more information.

Service - Whether you are thinking about buying, or you have already made a purchase, our knowledgeable sales and service staff is only a phone call or email away. We're here to serve your needs. Give us a call! You'll almost never wait on hold! Our team is available from Mon-Fri 8am-Midnight, Sat and Sun 9am-9pm EST to get you the answers you need.

Quality - We sell merchandise from the top manufacturers in the world, from the European modern furniture designer, Quinze and Milan to lighting by Offi & Co to Spot on Square modern children's bedroom furniture. We stand behind the quality of the products we sell.

My Urban Child, a subsidiary of SMS, LLC. wants to provide a safe and secure environment for your shopping experience. It is very important that we maintain the privacy of your personal information. The purpose of this Privacy Policy is to state the specific data we collect while you are exploring and/or purchasing products on our site, how that information is used, and the options for you, as a customer, to oversee the personal information collected. Providing a fulfilling shopping experience while allowing you control over the information collected and the ability to voice any concerns is our goal.

Collection of Information

My Urban Child collects basic individual data. One kind of information is anonymous customer profile information. For instance, we may collect data to tell us which parts of the site receive the most amount of traffic. We do not, however, collect or list names, where you specifically reside, or the date in which you were born.

My Urban Child also collects more specific personal information when a customer places an order. The following is an example of information we may collect: Name, Address, Phone number, E-mail address, Credit Card, and Financial Data.All financial data is only retained by our merchant account and is for the purpose of processing the order being made by the customer at that time. Our administrative offices do not have the ability to access this information at any time.

No identifiable information is sold, traded or in any way transmitted outside of My Urban Child. We only use data collected for more efficient web site design enhancements. The data will always remain anonymous. My Urban Child may communicate with a customer and utilize the data collected while the order was transmitted. This will assist us in confirming delivery, contacting you regarding replacement products or items that may be on backorder due to recent popularity. Again, no customer information is ever transmitted to a 3rd party with the exception of the Merchant Account Services that securely processes all financial transactions to and from the web site. This privacy policy extends to any individual you may choose to send an item to from My Urban Child.

Registering on My Urban Child puts a customer on a mailing and communications list to which promotions and new product announcements may be sent. Only contact information and the history of purchasing activity (financial information excluded) will be used for the benefit of our customers with special savings and alerting you to new products that you might be interested in. Opting out of any notifications and/or emails is simple and takes effect immediately. There will always be an option stated on any of our communication for the removal of the customer from the mailing list.

Commitment To the Privacy of Children

We never knowingly gather or retain data on My Urban Child from those we have been made aware are under 18. We have never intentionally designed our website to entice any person under 18.

How You Can Access Or Correct Your Information

Log into the web site under your Account (accessed from the home page) with your password and you will have the opportunity to change and/or correct personal information.

How To Contact Us

Should you have other questions or concerns about these privacy policies, please call us at (888) 272-9820, click on 'Live Support' (accessible on the home page), or send us an email at customerservice@myurbanchild.com

Changes To Our Privacy Policy

Should we ever need to change the My Urban Child.com Privacy Policy, we will post those changes here.

2. Shipping Policy & Information

How Will My Order Ship?

We will ship your order using the fastest, safest, and most reliable method possible. Therefore, we have established strong relationships with some of the best delivery companies nationwide. Every product on our site has been carefully selected to ship by a particular shipping method in order to provide you with an optimal delivery experience. When your order ships, we will notify you via email. Included in your email will be a link to access to the tracking number for your shipment. We encourage you to track your package online or on the phone with the carrier. Most companies can provide an estimated delivery date. Be sure to contact us if anything seems unusual with the progress of the shipment. We have four methods of shipment available: Small Parcel, Truck Freight - Back of Truck, Truck Freight - Threshold, and White Glove services when available.

We have partnered with Bongo International to service international customers. Please visit their site to obtain a US address to designate in the "Ship To" portion of the check out process and we will process the order immediately. Our Free Shipping policy is applied to this US address prior to forwarding to your location by Bongo International (with the standard free shipping exceptions applied).

Small Parcel: Whenever possible we will ship smaller, lighter items via UPS, FEDEX, DHL or USPS. These companies provide the fastest and most reliable method of shipping available for many items we sell. Depending on how close you are to the shipping warehouse, your item will arrive between 1 and 6 business days (1 to 10 business days for USPS) after it leaves the warehouse.

We do not require an adult signature for deliveries, but please note that the decision to leave your package without a signature is at the discretion of the delivery person. If you want an item left at your doorstep, the best thing to do is leave a note on your door asking the driver to leave your package with "No Signature Required." Be sure to include your name and tracking number on the note.

Truck Freight - Back of Truck: Many items we sell are too large or too heavy to ship using a Small Parcel carrier. Therefore, our best option is to ship it to you using a common carrier. Truck freight is different than standard UPS, FedEx or US Mail in that you will be responsible for carrying the product from the back of the truck into your house (or wherever it's going). Truck Freight also differs from Small Parcel in that, for residential deliveries, you will be contacted by the shipping carrier to schedule a delivery appointment. Most companies offer appointment windows (usually 2-4 hours) between 8:00 am and 5:00 pm, Monday through Friday. The most important thing to remember about truck freight is that you must inspect the package at the time of delivery. If the box has any damage, or if there is any reason for you to be at all concerned about damage, please write "PRODUCT DAMAGED" clearly on the sheet that they ask you to sign. This simply insures that if there is any damage, it will be easy to take care of the problem. If you are ordering a very large item, please keep in mind that you may need a couple of people to help unload it. Alternatively, most truck freight companies offer additional services to help you move items from the truck into your house. Once we email you the tracking information you can contact the shipper directly to inquire about additional services. You would be responsible for directly paying the truck freight carrier for any additional services.

Truck Freight Threshold: This method is just like "Truck Freight - Back of Truck" (see above), only the truck freight company will deliver your order to the threshold if yours is a residential delivery (this means to your garage or front door), or to the loading dock if yours is a commercial delivery. Unfortunately, they are not authorized to perform any assembly services nor can they put it in the room of your choice. Once we email you the tracking information you can contact the shipper directly to arrange for any additional services that you would like. You will be responsible for directly paying the truck freight carrier for these additional services.

When Will My Order Arrive?

Every product on our site has an estimated Lead Time - the number of business days it takes for an item to be processed and prepared for shipment at the warehouse. To provide you with the greatest selection on the internet, we ship from warehouses all over the country. Each lead time varies based on many different factors. Some warehouses stock items that can be shipped the same day or within 24 hours. Others items require a longer time (e.g. 2-4 weeks). Each product page on our site includes the estimated Lead Time, "Usually ships in ________ ," to give you an idea how quickly your order will leave the warehouse.

For Small Parcel shipments, delivery usually takes between 1 and 6 business days (except for USPS which ships in 1-10 business days) after your order is picked up from the warehouse. For expedited services such as 3-day, 2nd Day or Next Day Air, your order's travel time is locked in to the given speed you select after the item leaves the warehouse. You should remember that the estimated Lead Time still applies before the item ships out. Be sure to consult the product's Lead Time before you order with expedited shipping, and call us if you have any questions or concerns.

For Truck Freight shipments, delivery usually takes between 3 and 10 days from when your order ships. For residential deliveries, you will be contacted for an appointment as soon as your order arrives at the local terminal. For commercial deliveries, no appointment will be made. If you need to make one, please contact us.

For White Glove shipments, delivery usually takes between 1 and 4 weeks from the time the items leave the warehouse. Your order will travel through a nationwide network of professional moving companies who will handle your item(s) with the utmost care. You will be contacted for a delivery appointment when your order reaches the delivery agent. Although the items are handled carefully throughout transit, we require that our orders undergo a thorough inspection at the delivery agent before delivery. We take extra steps to make sure your item is delivered in perfect condition.

Free Shipping?

Items marked FREE SHIPPING! on the product page will ship for free! In order to keep your costs down and our pricing simple, we either provide free shipping or, in certain cases, charge a small shipping fee per items under $90 (exceptions to this policy are below). This charge, if any, is indicated in your shopping cart and covers ground shipping within the continental United States. We won’t surprise you with any hidden charges or handling fees. The price you see in the shopping cart is the price you pay, with one exception: if you are shipping an order to Texas, we are required to charge sales tax. Please refer to the following to understand the specific shipping rates for items that are under $90:

$0 - $25 - Shipping Cost is $6.95

$26 - $50 - Shipping Cost is $8.95

$51 - $90 - Shipping Cost is $9.95

Shipping is Free for orders $90 and over in the continental U.S. (*please see exceptions to this policy below)

If you would like to request a shipping option not offered with a product, such as expedited service or international shipping, please contact us at customerservice@myurbanchild.com, and we will be happy to respond with the options available.

We have partnered with Bongo International to service international customers. Please visit their site to obtain a US address to designate in the "Ship To" portion of the check out process and we will process the order immediately. Our Free Shipping policy is applied to this US address prior to forwarding to your location by Bongo International (with the standard free shipping exceptions applied).

The manufacturers of NurseryWorks, Maclaren's Netto Collection and TrueModern do not allow us to offer the free shipping promotion, therefore shipping would vary based on the product selected for these vendors. These are subject to change and upon notification, our site is updated accordingly. We invite you to contact us atcustomerservice@myurbanchild.com or toll free at 888-272-9820 at anytime that you have a question or would like verification or clarification of these policies.

4. Returns & Damage

How Do I Return My Order?

Is the item you received not what you expected? Did it not fit as well as you hoped in your space or match your décor? Whatever the reason, we will assist you in resolving the issue with the highest level of customer service. (Note: If your item was damaged or defective, see our Damage Policy section below.) We are proud to offer one of the best return policies in the online business. Depending on the specific vendor or manufacturer, many products can be returned within 30 days of receipt for an exchange or a refund of the purchase price excluding our shipping and handling costs (and sometimes restocking fees depending on the manufacturer). Understand that many of our unique items are custom made, or available in very limited quantity, and those vendors do not acept returns on items not defected, or damaged in shipment. We urge you to conatct us at customerservice@MyUrbanChild.com before you place your order if you anticipate you may have to return it, so we can obtain the specific terms of that item / vendor beforehand. Also, most of our products are offered with free shipping, so please be aware that if you return one of these products our actual outbound and return shipping costs can still be deducted from your return refund. If a product arrives damaged, or we made an error, and it cannot be remedied with replacement parts we will pay to return the item to us and send a replacement to you.

Please keep in mind that once an order has shipped, it cannot be cancelled. If you refuse an order, it will then fall under our standard return policy.

To return an item using our Standard Return Policy:

Please email service@myurbanchild.com and include your original order number, what product(s) you are returning, and your name. Or call us at (888) 272-9820. After processing your request, we will email you an RMA number and a return shipping address.

Wrap the package carefully. All returned products must be in original condition and packaging; otherwise, additional charges may be applied. Virtually all of our vendors will require the return to be in the original packaging.

Return the product using your preferred shipping method to the address you are provided. This may be our main office or to a distribution center.

Save your return tracking number, and if possible, email it to us so that we can track the return. It is important that you save the tracking number and that you insure the return package in case there are any issues during transit.

Please Note: Unless the return or exchange is due to an error on our part, we cannot always refund shipping and handling. We will issue a credit to the credit card used for the original purchas, less any restoking fees from the vendor. We will determine those beofre you make the decision to return the item, so you know exactly what your net refund will be.

All returned products must be in original condition and packaging. Unfortunately, we cannot take returns of products that have been assembled or modified. Additionally, certain products cannot be returned because neither we nor our suppliers can take them back. If you have any questions about whether a product can be returned, please contact us at customerservice@MyUrbanChild.com.

What If My Order Arrives Damaged?

Our products are well-packaged to withstand damage during shipping. We double-box many items, and refuse to carry products that are easily damaged during shipping. If an item looks damaged or parts are missing, please notify us. We will make every effort to help you obtain the necessary replacements as quickly as possible at no extra cost to you. If your order is shipping by Truck Freight, or White Glove, please note the important instructions below.

If Shipped via Truck Freight or White Glove

Even if the package appears only slightly damaged, write "Package Damaged" when you sign for delivery. This is VERY important. If the package looks significantly damaged, you may refuse delivery of the package. The damaged package will be returned to us and we will send you a new one. If you refuse delivery, please notify us so that we can expect the return shipment.

If you have already accepted the package and find that parts are missing or damaged, please contact us right away and we will ship you the replacement parts free of charge. Speed matters since most carriers only let us file freight claims within 48 hours of delivery. If we cannot replace the parts, we will have the carrier pick up the package and we will send you a replacement. All returned products should be in the original packaging.

Our goal is to make buying online easy, safe and efficient. If your item is problematic due to a manufacturer's defect, we can either replace the defective part, or if necessary, the entire unit. We stand behind our products and maintain great relationships with the manufacturers who produce them. If you are having an issue, please contact us and we will make every effort to resolve it.

5. Usage Legal Disclaimer (the small print the guys in suits require us to put here)

We strive to always provide the most accurate information possible to our customers, however, this site is provided on an ‘as is’ and ‘as available’ basis. We make no representations or warranties of any kind, whether express or implied, as to the operation of this site or the information, content, materials or products included on it. You expressly agree that your use of this site is at your sole risk, by your own free will, and that you are solely responsible for any consequences arising from this use. We disclaim all warranties, whether expressed or implied, including, but not limited to, implied warranties of merchantability and/or fitness for a particular purpose. We do not warrant that this site, its servers, or its electronic communication are free of viruses or other harmful components. We will not be liable for any damages of any kind arising from the use of this site, including, but not limited to direct, indirect, incidental, punitive and consequential damages.